Xerox

Job Summary:

The Xerox Document Technologist provides senior-level technical infrastructure support to ensure the reliable operation of production systems and applications. This role contributes directly to customer satisfaction by supporting both the customer and Xerox personnel, while augmenting Technical Services capabilities. The position requires strong troubleshooting skills, collaboration across teams, and adherence to IT and security standards.

Primary Responsibilities:

• Provide advanced technical infrastructure support for issues escalated from the Support Center and other Technical Services teams.
• Diagnose, troubleshoot, and resolve production issues, including system availability interruptions involving Xerox-supplied applications.
• Participate in enterprise-wide infrastructure projects, collaborating with IT and customer teams and communicating status updates effectively.
• Troubleshoot, test, install, and migrate software, patches, upgrades, applications, and authentication/group policy configurations.
• Evaluate and test Xerox software products for performance and reliability.
• Develop and maintain technical documentation, including installation procedures, troubleshooting guides, and system diagrams.
• Monitor, maintain, and optimize production systems and application performance in alignment with customer standards. Identify opportunities for automation and performance improvements.
• Manage IT service tickets (e.g., ServiceNow), including opening, updating, and closing requests.
• Develop a strong understanding of customer business processes and requirements as defined in the Xerox contract.
• Ensure full compliance with IT policies, procedures, and service level expectations, including quality, productivity, and information security standards.
• Apply knowledge of network and data security solutions, including encryption and firewall technologies.
• Act as a liaison between the customer and Xerox-contracted vendors.
• Support and contribute to future cloud-based solutions for Xerox applications.
• Participate in special projects and perform additional duties as assigned.

Required Skills & Qualifications:

• Strong experience in IT infrastructure support and production systems management
• Proven troubleshooting and problem-solving skills in complex environments
• Knowledge of software installation, system upgrades, and patch management
• Familiarity with enterprise ticketing systems (e.g., ServiceNow)
• Understanding of network and data security principles (encryption, firewalls, etc.)
• Experience with system performance monitoring and optimization
• Strong documentation and technical writing skills
• Excellent communication and collaboration abilities

Preferred Qualifications:

• Experience supporting Xerox or similar document management systems
• Exposure to cloud technologies and migration strategies
• Familiarity with enterprise IT environments and large-scale infrastructure project.